LogicalisUS · 2 hours ago
Service Delivery Manager
Golden, MO
Full-time
Onsite
Senior Level
5+ years expLogicalisUS is focused on designing, supporting, and executing clients' digital transformations. The Service Delivery Manager will be responsible for achieving SLAs, ensuring operational efficiency, and managing customer support processes while leading a team to resolve customer issues effectively.
Data CenterInformation TechnologyIT Infrastructure
Responsibilities
Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups
Establish and adhere to customer support case management practices, including meeting defined SLAs
Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction
Work toward Service Desk or ISO related Certifications
Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment
Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance
Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more
Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses
Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value
Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence
Build Support career framework to enhance the team's focus on personnel development
Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate
Qualification
Required
Excellent verbally and written communication skills in English
Bachelor's Degree in Engineering, Computer Science, Business, or a related field
ITIL Foundation v3, v4 or higher
Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)
High level of technical competency and acumen
Able to perform multi-tasking and time management
Expert in documentation and reporting deliverables
5 years of relevant industry experience of delivering services, based on a standalone or combination of the following: Proven track records in contributing or establishing new process, functions, procedures, governance, framework to drive operational excellence and efficiency. Escalation and issue management and managing customer expectations
Company
LogicalisUS
We are Architects of Change. We help organizations succeed in a digital-first world.
501-1000 employees
H1B Sponsorship
LogicalisUS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (4)
2023 (6)
2022 (3)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Jonathan Groves
Chief Executive Officer
Carrie Grimsley
National Partner Marketing Manager
Recent News
2025-09-19
2025-09-12
Company data provided by crunchbase